Shipping Policy

1. Delivery Areas

1.1 Where We Ship

We currently deliver to all addresses within the United Kingdom, including:

• England
• Scotland
• Wales
• Northern Ireland

1.2 Remote Areas

Delivery to the following areas may take 1-2 additional working days:

• Scottish Highlands and Islands
• Northern Ireland
• Isle of Man
• Isle of Wight
• Channel Islands (additional charges may apply)
• Isles of Scilly

1.3 International Shipping

We do not currently offer international shipping outside the UK. We're working on expanding to EU countries - join our mailing list to be notified when international shipping becomes available.

2. Shipping Costs and Options

Delivery Method	Cost	Delivery Time	Tracking
Standard Delivery	£3.99 (FREE over £50)	3-5 working days	✓ Yes
Express Delivery	£7.99	1-2 working days	✓ Yes
Next Day Delivery (Order before 2pm)	£12.99	Next working day	✓ Yes

Note: Delivery times are from the date of dispatch, not the order date. All delivery times are estimated and not guaranteed.

3. Order Processing

3.1 Dispatch Times

• Orders placed before 2pm (Monday-Friday): Dispatched same day
• Orders placed after 2pm: Dispatched next working day
• Weekend orders (Saturday-Sunday): Dispatched Monday
• Bank holidays: Dispatched next working day

3.2 Order Confirmation

You will receive:

1. Order confirmation email - Immediately after purchase
2. Dispatch confirmation email - When your order ships (includes tracking number)
3. Delivery updates - From our courier partner as your parcel moves through the network

4. Tracking Your Order

4.1 How to Track

All orders include tracking:

1. Check your dispatch confirmation email for the tracking number
2. Visit the courier's website (link provided in email)
3. Enter your tracking number
4. View real-time updates on your delivery

4.2 Tracking Issues

If your tracking isn't updating or shows an error:

• Wait 24 hours after dispatch - tracking can take time to activate
• Check the courier's website directly (not third-party tracking sites)
• Contact us at orders@medistro.co.uk if issues persist

5. Delivery Process

5.1 What to Expect

• Our courier will attempt delivery to your specified address
• If you're not home, they'll leave a card with collection/redelivery instructions
• Parcels are typically left with a neighbor or at a local collection point
• You'll receive a notification if the driver leaves your parcel with a neighbor

5.2 Delivery Instructions

You can add special delivery instructions during checkout:

• "Leave in porch"
• "Leave with neighbor at [number]"
• "Safe place: [specific location]"
• "Ring bell twice"

Note: We cannot guarantee all delivery instructions will be followed. Leave in safe place at your own risk.

5.3 Signature Requirements

• Standard & Express Delivery: Signature not required (can be left in safe place)
• Next Day Delivery: Signature required
• High-value orders (over £200): Signature required

6. Delivery Issues

6.1 Failed Delivery Attempts

If the courier cannot deliver your parcel:

• First attempt: Card left with redelivery options
• Second attempt: Another delivery attempt (usually next working day)
• Final attempt: Parcel taken to local depot/post office for collection
• After 7 days uncollected: Parcel returned to us

6.2 Incorrect Address

It's your responsibility to provide accurate delivery information. If you realize you've entered the wrong address:

• Contact us immediately at orders@medistro.co.uk
• If not yet dispatched, we can update the address for free
• If already dispatched, we'll try to redirect (£5 fee may apply)
• If delivered to incorrect address, we cannot guarantee recovery

6.3 Damaged Parcels

If your parcel arrives visibly damaged:

1. Take photos of the damaged packaging
2. Open carefully and inspect the contents
3. If products are damaged, take photos of the damage
4. Contact us within 48 hours at orders@medistro.co.uk
5. We'll arrange a free replacement or full refund

Do not refuse delivery - accept the parcel so you can inspect and document any damage.

6.4 Lost or Stolen Parcels

If your tracking shows "delivered" but you haven't received the parcel:

1. Check with neighbors and household members
2. Look around your property (safe places, porches, garages)
3. Check the delivery photo if provided by the courier
4. Wait 24 hours (sometimes marked delivered early)
5. Contact the courier directly (number in tracking info)
6. If still missing after 48 hours, contact us at orders@medistro.co.uk

We'll investigate with the courier and issue a replacement or refund once the investigation is complete (usually 5-7 working days).

7. Collection/Click & Collect

We do not currently offer click & collect or local pickup. All orders must be shipped to a delivery address.

8. Bulk and Business Orders

8.1 Large Orders (10+ items)

For bulk orders:

• Contact us at wholesale@medistro.co.uk before ordering
• We may offer discounted or free shipping
• Delivery times may be extended for very large orders
• We can arrange pallet delivery if needed

8.2 Healthcare Facilities

If you're ordering for a clinic, hospital, or care facility:

• Contact Paul@medistro.co.uk for account setup
• Benefit from trade pricing and free delivery
• Flexible payment terms available
• Priority order processing

9. Pre-Orders and Back-Ordered Items

9.1 Out of Stock Items

If an item is out of stock:

• It will be marked as "Out of Stock" on the product page
• You can sign up for back-in-stock notifications
• We aim to restock within 2-3 weeks

9.2 Partial Orders

If your order contains both in-stock and out-of-stock items:

• We'll contact you to ask if you want to:
  • Wait for full order (when back in stock)
  • Split shipment (in-stock items ship now, rest ships later - no additional shipping fee)
  • Cancel out-of-stock items and receive partial refund

10. Peak Periods and Delays

10.1 Busy Seasons

During peak periods (Black Friday, Christmas, New Year), please allow:

• Extra 1-2 days for order processing
• Extra 2-3 days for delivery
• Longer customer service response times

We'll post updates on our website if delays are expected.

10.2 Weather and Unforeseen Events

Delivery may be delayed due to:

• Severe weather (snow, floods, storms)
• Courier strikes or industrial action
• Public health emergencies
• Other circumstances beyond our control

We'll keep you informed via email if your order is affected.

11. Packaging and Sustainability

We care about the environment:

• All our packaging is recyclable
• We use minimal packaging to reduce waste
• Cardboard boxes are made from recycled materials
• We don't include unnecessary promotional materials
• Products are packaged to prevent damage while minimizing material use

12. Contact Us

Questions about shipping or your delivery?

Order Support:
Email: paul@medistro.co.uk

Hours: Monday-Friday, 9am-5pm GMT

Our Warehouse:
MEDI DISTRIBUTION LIMITED
3 Wood Street, Middleton, Manchester, England, M24 4DH

© 2026 MEDI DISTRIBUTION LIMITED. All rights reserved.